1. What It Is

2. What It Does

The platform gives your agents the tools they need to have rewarding conversations with your customers across all channels and take immediate, meaningful actions. Experience increased First Contact Resolution, decreased Average Contact Handle Times, and improved Customer Satisfaction.

3. How It Helps You

Our solution makes it easier to enhance the customer experience, ensure compliant outreach, improve productivity and streamline operations – all while lowering total cost of ownership.

Metaphor Contact Center Overview Video

Watch this video to learn how USAN’s Metaphor Contact Center makes it easy to increase customer satisfaction and loyalty while lowering total cost of ownership with the industry’s most secure, reliable and flexible cloud contact center solution.

How Metaphor Contact Center delivers a better customer experience

Metaphor Contact Center is a cloud-based omni-channel solution that centralizes contact options within one platform. Metaphor’s powerful agent desktop makes agents better informed and more empowered while focusing on service as they interact with customers across voice, email, chat, SMS and social channels. Additionally, contact center managers and executives have the ability to monitor from the customer journey down to the seconds between IVR choices using powerful analytics to drive optimization decisions. All of this is offered in our Standard, HIPAA, and PCI attested deployment environments to meet the growing demand for securing all business critical information.

Metaphor Contact Center Product Modules

Automatic Call Distributor - ACD

Predictive Dialer

The outbound predictive dialer determines the optimal pacing for outbound calls, manages call scheduling, external data sources, and dynamic filtering, as well as Do Not Call and other compliance requirements.

Metaphor Contact Center In Action

An unconventional approach to Customer Authentication

When Accelovance was commissioned to conduct patient surveillance for a clinical research study, there was no room for error with their contact center platform. Agents needed immediate and reliable access to data critical for the subjects’ care. Learn how USAN delivered a completely custom solution to meet their very stringent requirements.